Round Robin polling strategy in Queue

[CCameron]

Hi All,

We have a call queue setup with a Round Robin polling strategy. Polling time 30 seconds. In addition the queue wrap up time is set to 2 minutes

One of our users noticed that a colleague had the call go to them 3 times before it went to her, and is wonder why. I know one of the possibilities would be that her wrap up time had not clear yet, would there be other reasons for this to happen in Round Robin.

 

[OlegR_3CX]

Hi there.
Round-robin will only start the poll from the next agent in the list to the one who answer the call and as you mentioned you have a wrap up time, so in your case, it should not poll that agent for that 3 minutes.